Check when to apply

Usually it’s best to apply for Universal Credit as soon as you can. That way you’ll get your first payment sooner.

If you've left your job

It can be worth waiting until you get your final wages or any holiday pay from work.

If you get paid after you apply for Universal Credit, the money will count as income - this means you'll get less in your first Universal Credit payment.

You should apply as soon as you can if you’re only waiting for redundancy pay because it doesn’t count as income. Redundancy pay won’t affect how much you’ll get in your first Universal Credit payment unless it brings your total amount of savings to over £6,000.

If you’ve been waiting for your last payment from work and need money, it’s best to talk to an adviser before claiming.

If you can't apply online

You might be able to apply for Universal Credit over the phone or, in exceptional circumstances, arrange for someone to visit you at home.

You can only use these options in certain situations. You might be eligible if you:

don't have regular access to the internet

aren't confident using a computer or smartphone

have problems with your sight

have a long term physical disability or mental health condition which stops you from applying online

have a physical condition that stops you from using a computer or smartphone

To make a phone claim or arrange a home visit, you’ll then need to ring the Universal Credit helpline. Someone else can call for you.

Universal Credit helpline

Telephone: 0800 328 5644

Textphone: 0800 328 1344

Telephone (Welsh language): 0800 012 1888

Monday to Friday, 8am to 6pm

Calls to these numbers are free.

It can take a while to get through to someone. Tell the person you speak to why you can’t apply online. They’ll ask you some questions to check you’re eligible before going through the next steps of the application with you.

If you don’t have a computer or internet access

If you have a partner

If you’re making a claim with your partner and you live with them, you’ll both need separate accounts.

You’ll be asked during the application if you live with your partner. If you do you’ll get a ‘linking code’. When your partner sets up their account they should type in this linking code to join their account to yours.

You shouldn’t create your account at the same time as your partner - it doesn’t matter who creates their account first.

You’ll both be able to log in to your accounts separately.

You’ll need to make a joint claim if you live with your partner and are:

married

civil partners

living together as a couple

You should make a single claim if you’ve separated from your partner but still live with them.

If you're not a UK citizen

If you and your partner are making a joint claim for Universal Credit you both need to be eligible.

If one of you isn’t eligible, the other person can still claim Universal Credit. They should make a joint claim because the DWP need to know about both your incomes.

The DWP will change your claim to a single claim when they process your application. This means you or your partner will be paid as if you’re a single person.

If you’re from a country outside of Europe and you rent with your partner, claiming Universal Credit could affect your immigration status. Contact your local Citizens Advice before making an application.

Creating your username and password

You’ll be asked to make a username and password. You’ll use these to log in to your Universal Credit account.

It’s important that no one else can get into your account without your permission. If you’ve made a joint claim, don’t share your username and password with your partner.

It's best if you learn your username and password and don't keep them written down anywhere.

You’ll need to answer a couple of security questions like: ‘where were you born?’ or ‘what was the name of the street you grew up on?’ You’ll be asked one of these questions every time you log in to your account.

You might be asked to add extra security to your account called ‘two-factor authentication’ - this is optional. If you agree, you’ll be sent a one-time passcode to your mobile phone. You’ll then need to enter this code on your account.

You’ll be sent a new code each time you log in or use a new device - unless you log in on the same device within 24 hours.

You’ll be given a 16 digit Personal Security Number (PSN) after your first Universal Credit interview with your ‘work coach’ - you’ll meet them regularly as part of your Universal Credit claim. It’s important to keep the personal security number safe - you’ll need it if you ever need to create a new password.

Choose if you want to be contacted by email or text message

You’ll need to have an email address and phone number so that the DWP can contact you.

Choose an email address and phone number that you use the most.

You’ll be asked how you like to be contacted - email or text. Choose whichever you check the most. After you’ve made your choice, the DWP will send a code to your email address.

If you haven’t got an email yet, check your spam or junk folder - it might have gone there.

There will be a space when you set up your account above the ‘Make a claim’ button for you to enter the code. After you’ve typed it in, select ‘Make a claim’.

Next steps

Once you’ve set up your account, you’ll need to answer questions about your situation - this is called your 'to-do list'. It’s best to do this as soon as possible, or it might delay your first payment.

If you’re struggling with costs while claiming Universal Credit

If you have a child under the age of 14 or a disabled child, your local council should help you. They might cover essential living costs or find you somewhere to live. Find your local council on GOV.UK.